quickbooks online

Thanks for reaching out to us here, allisonnch.

I'll provide details about your concern. Once you're connected to the online banking,  the data we receive is dependent upon what your financial institution sends over to QuickBooks. I recommend contacting your bank to check why these transactions are showing up twice and are downloaded as transfers.

If verified that the other transaction is a duplicate, you can simply exclude them to keep your records accurate.

Here's how:

1. Go to Transactions or Banking > For review.
2. Put a check mark on the transactions you want to remove.
3. Click the Exclude button.

Please see this sample screenshot for a visual reference:

Once done, the transactions will be moved to the Excluded tab. You can delete the transactions from there. 

You can read this article for reference: Exclude a bank transaction you downloaded into QuickBooks Online.

Should you have additional questions about the process, please feel free to reach out to me. I'm here to help you out again. Have a great day!

I wish I could convey my epic journey today. Four different CSRs. Hours of fun. Anyway. Update follows:

The transactions weren't all the same amounts (i.e., not complementary dates and amounts) but I copied and pasted the filtered set from banking into excel, converted the d/c format into +/-, found that they totaled zero.  So I excluded them. There were some transactions in the checking account transferring to and from savings, which isn't odd. I had already classed them and didn't check if they were the same ones as in savings. I guess I still could.

Turns out... 

QB Payments are set to post and deposit to checking. They are showing up on the savings reconciliation page and posted to checking register, so they don't show up when I try to match them. (I can't find the transaction fees in either checking or savings.) A CSR told me the solution is to go through a year and a half of deposits, delete them from the checking register and then match them in savings. Sounds ok, but what do I do with the fee entries, and what do I do about this moving forward?

A theory another CSR had: the accounts are swapped; the labels are wrong. Hm... Nope, savings interest earned is showing up in savings, where it should be. Debit transactions are in checking, where they should be.

One option is to disconnect/reconnect. Any experience on what that does, and if it might just make things worse?

Any insight is greatly appreciated.

Let's ensure that you selected the correct accounts, allisonnch.

We can review your QuickBooks Payments settings to make sure the correct bank account is selected where payments and fees should be posted. This way, deposits won't post on the savings reconciliation page. Let me show you how: 

1. Go to the gear icon at the upper-right, then select Account and Settings.
2. Select Payments from the menu.
3. In the Chart of Accounts section, select the pencil icon.
4. Under Where do you want to record payments? section, choose the correct bank account.
5. For Where do you want to record processing fees?, choose the proper expense account for tracking processing fees.
6. Select Save and then Done.

You can log out and log back in to refresh the updates. Also, fees are tracked and reflected on the expense account. You can check out this link that will help you manage payment fees: Process a credit card payment in QuickBooks Online.

Let me know if you have other questions. Take care and have a great day!

Thanks for the reply Catherine. I had checked the standard deposit setting; it's set to deposit into checking. Thanks for the tip about where the fee expenses go, but I'm looking for where they were paid from (posted to checking, but no record in savings or checking).

I'm thinking about disconnecting and reconnecting, but I wonder if this might do more harm than good. I'd love to be reassured.

Hi there, allisonnch.

I can't recommend disconnecting and reconnecting your accounts since your register is still not corrected. It might cause more harm to your company data. You have two options to correct the existing transaction in your register.

First, you can edit one invoice payment at a time and change the Deposit to field to Undeposited Funds. Then, create a bank deposit including the fees. For more details on how to do so, you can click here. The second way is to leave the deposited invoice payments in your register as is and create a lumpsum expenses transaction for the fees. 

If you opt to follow the first option, you can Undo the added transactions then match the bank transactions to the bank deposit that includes the fees. The second option, on the other hand, Undo the added transactions and exclude them to avoid duplicates as suggested by my colleague, RenjolynC.

To correct your setup for future transactions, you'll want to use the Undeposited Fund account in the fourth steps I provided and then select the correct expense account for fees in step 5.

However, you might want to get in touch with our Payment Support Team if you wish to disconnect your account instead. 

Let me know if you have other questions. Take care and have a great day!